Extra Care Insurance 500

[di30]

Re: Extra Care Insurance 500

"I have just received this. I am assuming it is from their specialist team:
Further to your recent communication.

The Extra Care 500 is a type of Insurance that may help cover catalogue payments if the account holder (or partner, if eligible) is made unemployed (age 18-65), signed off sick by a GP (age 18-65), hospitalised (no age limit), diagnosed with a critical illness (age 65-74) or dies (age 18-74). This Insurance may also cover most goods purchased against loss, theft or accidental damage for a period of 2 years from the items original purchase date.

This Insurance was added to your account as agreed, on 24th July 2002. Policy documents together with a 30 day cooling off notice were issued on the Insurance start date and all premiums, when raised, have been shown on your account statements.

As this Insurance is optional, if no longer required cancellation can be requested in writing, via email or by telephone. The direct line telephone number is: 0844 811 1220.

If we can be of any further assistance, please do not hesitate to contact us."

I was not employed at the time, was single, and not even a full time student.
I will write to cancel and mention what you said Di, but can I take it any further do you think? I don't recall anything being agreed or even why I would agree to it...

Hiya

What they said is what they state to everyone, they do this in hope we walk away.

Yes do write back, tell them you want your complaint looked at in full as you never had the opportunity to detail everything to them verbally. Tell them you do not agree the insurance was agreed and if they can prove this to you to send you the information on you signing up for this insurance.
Confirm you were not working, was single, where the cover would not have been fully beneficial, so you are asking them to take all your reasons into consideration and expect to be refunded with all premiums you paid to date plus interest x

[Indigo75]

Re: Extra Care Insurance 500

Great, will do! Thanks for your help - will update if and when I get a response x

[Indigo75]

Re: Extra Care Insurance 500

Okay, this is my email and the response I received (very quickly!)

Mine:
Dear Customer Services

Please cancel the Extra Care Insurance off my account.no. N-3012721


However, I am not satisfied with the outcome of my query. I request that my complaint is looked at in full as I do not agree that the insurance was agreed. I assumed it was something that was applied to all accounts, given the nature of buying on credit. I would not have personally agreed to this insurance as in 2002 I was a single parent and unemployed. As I said, I assumed that this was something that was applied to all accounts and that it was in my best interests. However, as you outline to me in your previous email, this is insurance should I become unemployed.


I did not enter any form of employment until a few years later. Therefore the cover would have been of no use to me.


I expect you to take all my details into consideration and would like to request a refund please of all premiums I have paid to date, plus interest.
-------------------
Response:
I am sorry for the inconvenience caused because of the insurance.

There are occasions when we may decide to let our teams of experts look at your query.

As your query is about the insurance, I have forwarded your email to one of my colleagues in the Insurance department, who specialise in resolving such issues, because we want to get the right information to you.

It may take up to three days for my colleague to reply, but if they can get anything to you sooner, they will do.

I apologise for any inconvenience this delay may cause.

I appreciate your time and patience.

Kind Regards

----

What do you think? I will update you when I hear from them in a few days (although I am away Thurs-Monday)

[Indigo75]

Re: Extra Care Insurance 500

Hmmmm, I am not impressed!:

"Thank you for your recent communication, as requested your Extra Care 500 has now been cancelled.

Any cover provided by this product will cease with effect from 23.06.15.

As the request to cancel has been received outside of the cooling off period, no refund of the premium charged will be made.

Further to your complaint received on 22.06.15, we have now forwarded the details to the Customer Excellence Team who will commence an investigation of your complaint.

You will be contacted within 5 working days of the complaint receipt date. Your complaint reference number is ..."

[cymruambyth]

Re: Extra Care Insurance 500

Hi, sorry I haven't been back but I saw that do was helping. Have they replied further?

[Indigo75]

Re: Extra Care Insurance 500

Hi

I have been sent the form to claim PPI but I am just waiting on the Policy no. from Littlewoods in order to complete the form. Hopefully this is enough for them to agree to pay me back.
What do you think? It all seems a bit too straight forward lol...

[cymruambyth]

Re: Extra Care Insurance 500

Expect a battle! Come back when you get your next reply and we will then help further. How long have been waiting, maybe you could prompt them .

[Indigo75]

Re: Extra Care Insurance 500

Only 6 days ago, although I will prompt them again today. I haven't got the letter with me in work but they sent me the form you use to claim for PPI - I am assuming this is the complaints form? The letter, if I remember correctly, mentioned that since my policy was taken out in July 2002, it was with Aviva, so I think the form is for them, not ShopDirect/Littlewoods.
Like I said, I am waiting on the policy number because I have no record of it - you'd think it would be on each of my statements! I have a complaints number and obviously my account number too

Will update as soon as I hear anything, thanks again for your help!

[Indigo75]

Re: Extra Care Insurance 500

Hello again

Well SHop Direct have now sent me two letters. The first was to say I would hear in 4 weeks and then the second, 4 weeks later says that they need another 4 weeks to provide a final response. They included a leaflet about the FOS and said that I now have the right to refer the matter to the FOS if I remain dissatisfied with the progress...

What do you guys recommend? Wait it out or go with the FOS? If I go with the FOS, what do I do?

Thanks for your help!

[Indigo75]

SUCCESS! Extra Care Insurance 500

Just wanted to let you know that my case is now closed. After only a couple of months, Littlewoods (or rather, Aviva) honoured my claim and sent me a cheque for just over £1700, which was great because I was only expecting half of that.

The process was straight forward, compared to what others have mentioned. I did get a letter after 4 week to say they were still looking at my claim. Then another after another 4 weeks. Then an email a few days after that to say please contact them as they wanted to talk to me about my claim. I spoke to them and it was basically just me answering yes or no to questions I had already answered, e.g. "where you in employment on this date?" A few days later, I got my letter to say how much they owed me.

Chuffed

[IF]

Re: Extra Care Insurance 500

I'm so 'chuffed' for you too Indigo75 and thank you for your post

Best wishes
IF